Production Agent Level 1 – Client Support

About the role

The Production Agent Level 1 provides technical support to clients, handling incoming help requests via phone and email. The role ensures issues are resolved efficiently while meeting defined service level agreements (SLAs) and maintaining high standards of customer service.

Key responsibilities

• Field and log all client help requests, documenting user details and problem descriptions.
• Use the RAVE ticketing system to track, process, and resolve queries within SLA targets.
• Follow standard procedures and knowledge‑base resources to diagnose and troubleshoot technical issues.
• Update self‑help documentation and maintain accurate call/email logs.
• Identify recurring trends, flag critical issues, and escalate to team leaders when necessary.
• Provide product information, guide users through menus, and offer alternative solutions to retain customers.
• Conduct follow‑up calls, gather feedback, and ensure compliance with contractual obligations.
• Participate in product training sessions and collaborate with team leaders on learning initiatives.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to follow documented processes and meet SLA requirements.
• Attention to detail for accurate documentation and trend analysis.
• Proactive attitude toward learning product details and improving service quality.
• Team player who can collaborate with supervisors and peers.

Required skills

• Experience with ticketing systems (e.g., RAVE).
• Proficiency in handling phone and email support channels.
• Ability to use internal knowledge bases and self‑help resources.
• Basic documentation and record‑keeping skills.